November 2015
Intermediate to advanced
392 pages
11h 47m
English
Content preview from How Clouds Hold IT Together: Integrating Architecture with Cloud Deployment
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CHAPTER 3
The Bridge
Service Management
SUMMARY
Service management as a discipline grew out of efforts to improve manufacturing quality and efficiency in the mid-twentieth century. These efforts lead to recognition of IT as a collection of services that could be planned, implemented, studied, and adjusted in the manner of a production line in a factory. ITIL is a set of practices for following this pattern. Service strategy is the first phase in the ITIL service management plan, in which enterprise goals and requirements shape a high-level plan for IT services.
The shadow cast by the service-management umbrella is broad, extending into the organization of the enterprise as well as IT. Service management practices can also guide the design ...
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